Got the wrong item with minimal to no communication after on next steps for resolution despite reaching out multiple times. Now my order is technically weeks delayed. They also added some cost to my o... Mehr ansehen
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Das sagen Bewerter
I ordered a print and mug on 9/29/26 for my wife's birthday a month later. The print they made of my pet was great and quickly sent for me to preview (within 24-48 hours). However, the print was shi... Mehr ansehen
I purchased this for my brother and family who had just lost their dog. They absolutely loved it and although it doesn’t replace their dog it is a beautiful reminder of the mark she made in their fam... Mehr ansehen
I was so impressed again with the quality and accuracy of the pet portrait I ordered for my brother of his dog. They even captured his crooked tooth perfectly! It arrived even sooner than I thought, a... Mehr ansehen
Unternehmensdetails
Vom Unternehmen geschrieben
It's never been easier have a commissioned piece of art in your home! West & Willow pet portraits are hand-illustrated by our digital artists based on the photo you provide us.
Kontaktinformationen
New York, Vereinigte Staaten
- support@westandwillow.com
- westandwillow.com
3,9
Gut
19.633 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 94 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
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Das haben sich andere Leute angesehen
Fantastic Customer Service
I was not happy with my original order however, West and Willow customer service corrected my print immediately with no hesitation and shipped free of charge in a timely fashion. Super impressive.
27. April 2026
Antwort von West & Willow
Hello Samantha,
Thank you for your feedback! We're glad our customer service team was able to quickly make things right and get your replacement shipped out promptly. We truly appreciate your patience and support! 😊
Awesome experience
Awesome experience! Got it as a Mother’s Day gift with a portrait of our childhood dog who passed away at 17 and current dog and it came out great. Highly recommend
2. Juni 2026
Bewertung ohne vorherige Einladung
Antwort von West & Willow
Hello Adam,
Thank you for your heartfelt review. We're honored to have been a small part of such a meaningful Mother's Day gift, and we're so glad the portrait of your beloved dogs turned out beautifully. Thank you for your recommendation! ❤️
Antwort von West & Willow
Hello Lori,
Thank you for your kind review! We're so happy to hear it turned out perfect and adorable. 😊
Okay
Would be a 5/5 but i got the picture i ordered its amazing will be ordering another for our new pup also! Kinda disappointed we never received the digital version of it and we paid for it.. I keep getting emails to purchase it but in my reciept cleary says i purchased it.. I reached out and still havent heard anything. Be careful when you order the digital copy it may not come. Hopefully we can get this fixed.
14. Mai 2026
Antwort von West & Willow
Hi, Sam!
So sorry to hear about this ❤️ We can see the digital version was sent to the email used when placing the order, so please kindly check your spam or junk folders as well.
No worries at all I’ve also just resent it for you, so please check your inbox again shortly. Let us know if you still can’t see it and we’ll be happy to help further 😊
I paid for the skip line and proof…
I paid for the skip line and proof because this is a gift and I’ve never heard from the company since my order
21. Mai 2026
Antwort von West & Willow
Hi Tracey!
Thanks so much for taking the time to share your feedback!
I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Thank you for trusting us to make it right ❤️
Picture and frame came out great
Picture and frame came out great. The shipping communication can be worked on since I didn't get a status update until 1 week after my order. I honestly thought my pictures were rejected.
15. Mai 2026
Antwort von West & Willow
Hello Jesus,
Thank you for your feedback! We're so glad to hear you loved the picture and frame. We also appreciate your comments about the shipping updates and understand how the lack of communication could have been concerning. We'll be sure to share your feedback with our team as we continue to improve the customer experience.
I haven't heard anything about my order…
I haven't heard anything about my order and paid to expedite it. I would think I'd at least get an email or a proof
19. Mai 2026
Antwort von West & Willow
Hello Julie,
I apologize for the confusion and lack of communication. We have already sent your artwork proof for review. Please check your email, including your spam or junk folder, in case it was filtered there.
Thank you for your patience.
Nothing
Ordered 15 days ago. Paid for artwork proof and express shipping and have yet to receive any proof of the pet portrait and order is still waiting for “fulfillment from merchant.”
13. Mai 2026
Antwort von West & Willow
Hello Cameron,
I sincerely apologize for the delay and frustration this has caused.
Please reach out to us directly, and we'll be happy to look into your order status and artwork proof request. We appreciate your patience and look forward to assisting you.
I absolutely love this company!
I absolutely love this company! The quality is always amazing, I’ve purchased from them 4 different times and I will continue to do so! This last purchase, the frame came damaged. I emailed customer service and by the next day they responded and sent me a replacement. They are pricey but the quality is there! Highly recommend!
10. Mai 2026
Antwort von West & Willow
Hello Sophia,
Thank you for your continued support! We're thrilled to hear you've loved your portraits over the years. We're also glad our team could quickly help with the damaged frame. Your recommendation means so much to us!
Everything came out perfect!
Everything came out perfect. The picture came out beautifully. The Quality was amazing, and the packaging was very secure. Delivery was fast! Thank you so much!
10. Mai 2026
Antwort von West & Willow
Hello Kayla,
Thank you for your wonderful review! We're thrilled to hear everything arrived quickly and safely, and that you loved the quality of your portrait. We truly appreciate your support!
Lack of Communication &No Clear Timeframe
I’m very disappointed with my experience so far. I ordered a memorial print as a gift following the loss of a beloved family member and spent over $160 expecting a professional and compassionate service.
After requesting a simple edit to the proof, communication became increasingly delayed. I have repeatedly followed up for updates and have either received vague responses that it is “being worked on” or no response at all. I still do not have the updated proof, a completion timeframe, or the final print.
What has made this particularly upsetting is that memorial gifts are time-sensitive and emotionally important. Delays of this nature take away from the purpose of the gift and add unnecessary stress during an already difficult time.
At this stage I am also concerned about the lack of clarity around refunds or alternative options should the order continue to be delayed. For the amount paid, I expected far better communication, transparency and customer support.
17. Mai 2026
Antwort von West & Willow
Hello Jo,
I sincerely apologize for the delays and lack of communication. We understand your frustration and are very sorry for the inconvenience this has caused.
Thank you for your patience.
Antwort von West & Willow
Hello Tammy,
Thank you! We're so happy to hear you love it and that we got it right on the first try. We truly appreciate your support!
Both of the prints I received to give…
Both of the prints I received to give as gifts were fantastic and loved. Thank you
9. Mai 2026
Antwort von West & Willow
Hello Kristyne,
Thank you for your kind words! We're so happy to hear the prints were loved and made great gifts. We truly appreciate your support!
The process was fine
The process was fine. The delivery was great. However, the item was underwhelming. Smaller than I thought and chain was too small for the person who I bought it for. Overall they liked it but thought it was from Temu. Next time I may try ordering the photo. Thanks
9. Mai 2026
Antwort von West & Willow
Hello Linda,
Thank you for your honest feedback. We're glad the ordering process and delivery went smoothly, but we're sorry the item didn't fully meet your expectations. We appreciate your comments and are happy to hear the recipient still enjoyed it. We hope you'll give one of our photo products a try in the future!
Pictures came out so beautiful and just…
Pictures came out so beautiful and just like the picture I submitted! This is my second time placing an order and I definitely will again if I need anything for a pet lover or myself!
8. Mai 2026
Antwort von West & Willow
Hello Alex,
Thank you for your continued support! We're thrilled to hear your portraits turned out beautifully and matched your photos so well. It means so much that you've come back for a second order, and we look forward to creating something special for you again in the future!
Antwort von West & Willow
Hello Kimberly,
Thank you! We're so glad you love your portrait. We truly appreciate your support and kind words!
Not very happy
I have not received my order, nor did I receive a proof that I paid for. I have tried to contact you without success. My order was placced on May 4, 2026
4. Mai 2026
Antwort von West & Willow
Hello Cathy,
I sincerely apologize for the inconvenience and frustration this has caused.
One of our support team members is currently in touch with you and will assist you with your order status and proof request. Thank you for your patience while we work to resolve this for you.
I’ve ordered multiple portraits over…
I’ve ordered multiple portraits over the years, both cats and dogs, and they turn out perfect every time! Definitely worth it
7. Mai 2026
Antwort von West & Willow
Hello Laura,
Thank you for your continued support! We're honored to have created portraits for both your cats and dogs over the years. It means so much to hear they've turned out perfectly every time!
Photo is great
Photo is great, art is really well done. I just think the price is quite high for the quality of frame it is placed in.
13. Mai 2026
Antwort von West & Willow
Hello Adam,
Thank you for your feedback! We're so glad to hear you loved the artwork and your portrait. We also appreciate your comments about the frame and pricing, and we'll be sure to share them with our team as we continue working to provide the best possible experience.
Link for digital download has not been…
Link for digital download has not been provided to me still. No mention of when the rest of my order will be shipped. No wait to view my order on website either.
7. Mai 2026
Antwort von West & Willow
Hi Melissa!
Thanks so much for taking the time to share your feedback!
I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Thank you for trusting us to make it right ❤️
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